Dogs and cats have a cruciate ligament located in their knee that helps to stabilise the knee joint. Sometimes, the cruciate ligament can either partially or completely tear and it generally requires surgery to repair it.

Cruciate ligament conditions irrespective of cause or origin, are subject to a six (6) month waiting period unless we agree to waive it. To do this, we need to receive a completed and signed ‘Cruciate Ligament Exam Form*’ from your vet within 14 days of the cruciate examination date certifying that your pet has been examined, at your expense, on or after the policy commencement date. You can email, fax or mail the form, if we receive it within the 14-day timeframe. We will notify you of the outcome in writing. Refer to your PDS for further terms and conditions.

*This form can be found in your welcome pack or you can download it here.

When you first start your policy, there are a few things you should do to prepare you for future claims:

• Read over your policy documents: Your policy documents are sent to you via post or email, depending on your communication preference. They can also be accessed at any time through My documents. Check that all your personal details and pet details are correct. You also should make sure you understand your level of cover and any waiting periods, sub-limits and exclusions that may apply. Included in your welcome pack is a Product Disclosure Statement – this will give you information about what is and isn’t covered.
• Add a reimbursement account: Adding a bank account for reimbursements means your claim payments reach you faster. If you already provided a bank account for premium payments this should be automatically set up for you. If you pay your premiums by credit card, you will need to add a reimbursement account.
  Update your banking preferences here.
• Understand claim requirements: As a minimum we will need an itemised invoice for each claim, and usually for the first claim we will need vet consultation notes for the life of your pet. If you don’t provide these at the time of claiming, we may need to contact you or your vet and this may result in a delay in claim processing. 
  Find out more here.
• Add your vet details: Add in the details of your current and previous vets so contacting them is easier. 
  Add the details of your vets here.
• Update your notification preferences: Email and SMS communication gets to you faster than the post. Ensure your notification preference is switched to 'Digital' for fast and easy notifications. 
  Update your notification preferences here.

Your Certificate of Insurance will state the commencement date of your policy, and your policy will be effective from 11:59 on that date.

Depending on your level of cover, there may be different waiting periods that apply. Please see the 'What's covered' section of My pets to get a personalised overview of your waiting periods. 

You are not required to undertake a health check for your pet when you first get insurance. However, you may wish to apply to waive the six (6) month cruciate ligament waiting period (if covered by your policy) which will require a vet to examine your pet and complete a form.

You also need to be aware that pre existing conditions may not be covered. If a condition existed or occurred prior to the commencement date of the first policy period or within an applicable waiting period, it may be excluded from cover as a pre-existing condition. Some conditions are eligible for review after an 18-month period – See What is a pre-existing condition? and your PDS and Certificate of Insurance in My documents for further information.

Yes, you can visit any vet (other than yourself) that is licensed to legally practice as a veterinarian in Australia.

To help us process your claims, please add your vet to your profile by searching for them in our database and selecting them from the drop down list. We regularly update the vets in our database, so if you can't see your vet listed, we may already be adding them to our database and you should see them listed soon.

Want to add or update your pet’s photo? Simply head to the My pets section and click on the camera icon, this will allow you to update your pet’s profile picture and cover photo. Just be sure to click ‘done’ once you’re happy with the new photos.

There are some details that, for security reasons, we can’t update online. If you need to update any personal details relating to your personal or your pet’s details, such as their date of birth, please Contact us.